Supervisor, Patient Care

Lumicera; Little Rock (AR); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

20 days PTO

4 weeks parental leave

9 holidays

401K company match up to 5%

Adoption Assistance

Flexible Spending Account

Educational Assistance Plan and Pro/Mb

Referral Bonus – up to $750

Job summary

Lumicera Health Services seeks a Supervisor, Patient Care (SPC) to lead day-to-day Patient Care Assistant staff and ensure clear communication across shifts and channels. The SPC will monitor performance metrics, coach and develop staff, coordinate with agencies, and implement changes to meet client requirements.

Travel up to 5% may be required. Lumicera offers competitive benefits and growth opportunities.

Qualifications

• High school diploma or GED required; Associate/Bachelor’s preferred.
• Previous leadership or coaching experience in healthcare.
• Experience in managed care, specialty pharmacy, customer service, or PBM.
• Pharmacy claim/benefit knowledge and HIPAA privacy familiarity.
• Ability to interact cooperatively with staff and adhere to policies.

Responsibilities

• Provide day-to-day leadership/support of Patient Care staff.
• Ensure workload standards and staffing plans support goals.
• Coach, motivate and develop staff to achieve results.
• Maintain high quality metrics and conduct periodic quality monitoring.
• Coordinate training, trips to agencies, and resource planning.
• Escalate issues and triage calls and pharmacist interactions.

Skills

Leadership experience

Customer service

Pharmacy/Healthcare knowledge

Call center experience

CPhT

HIPAA knowledge

Compliance knowledge

Pharmacy claims

Education

High school diploma or GED

Associate degree

Bachelor’s degree

Tools

Pharmacy software

Claims processing software

Scheduling software

Phone system

Knowledge management

Reporting tools

Job description

Overview

Lumicera Health Services is seeking a Supervisor, Patient Care (SPC) to join our team!

The Supervisor, Patient Care (SPC) is responsible for day-to-day leadership/support of Patient Care Assistant staff members. The Supervisor is responsible for disseminating information through proper media channels and ensuring staff comprehension. The SPC will assist with analyzing, monitoring, and implementing change as necessary to ensure the staff consistently meet performance metrics and deliver superior service to internal and external goals and guarantees. The SPC will remain informed of current and anticipated client or contractual requirements, changes facing the department and assist or lead interventions or changes as directed.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Ensure daily workload standards are met by understanding current workflow/scheduling needs and plans and ensuring direction to staff supports workflow/scheduling goals.
• Identify and remove barriers that prevent goals from being achieved.
• Review client transitions and changes in volume; ensure scripting and resources are clear.
• Ensure all information impacting staff is shared timely and in an appropriate way.
• Ensure staff comprehension by requesting feedback or through observation.
• Responsible for day-to-day leadership/support of department staff.
• Participate in setting and enforcing appropriate quality metrics for staff.
• Perform periodic quality monitoring of staff.
• Facilitate training/development needs for individuals and department.
• Manage disciplinary process as outlined in department/company policies.
• Consistently document and retain records of all training, reviews, and feedback with Specialists.
• Coach, motivate and develop staff to produce outstanding results.
• Communication and coordination with hiring/temp agencies.
• Act as a prompt escalation resource for calls or department issues or supervisor calls.
• Triage service and technical issues to resolution and educate staff of cause/resolution throughout.
• Conduct appropriate triage to pharmacist staff members, as appropriate.
• Ensure resources available to staff are current and clear through regular maintenance.
• Maintain technical knowledge of the pharmacy processing software, Lumicera’s claims processing software, phone system, quality monitoring and tracking tools, scheduling software, reporting suite, knowledge management application, and other applications and tools as applicable.
• Ability to travel 5% of the time.
• Other duties as assigned.

Qualifications

What our team expects from you?

• High school diploma or GED required. Associate or Bachelor’s degree preferred.
• CPhT preferred.
• 2 years’ experience in a managed care, specialty pharmacy, customer service, or PBM environment required.
• Experience in a call center environment preferred.
• Direct leadership or coaching / mentoring experience preferred.
• Pharmacy Claim / benefit experience preferred.
• Knowledge of industry practices, HIPAA, and applicable data privacy practices preferred.
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

#LI-Remote

Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.